{"id":"https://openalex.org/W2990638805","doi":"https://doi.org/10.23919/softcom.2019.8903676","title":"A Study in the Automation of Service Ticket Recognition using Natural Language Processing","display_name":"A Study in the Automation of Service Ticket Recognition using Natural Language Processing","publication_year":2019,"publication_date":"2019-09-01","ids":{"openalex":"https://openalex.org/W2990638805","doi":"https://doi.org/10.23919/softcom.2019.8903676","mag":"2990638805"},"language":"en","primary_location":{"id":"doi:10.23919/softcom.2019.8903676","is_oa":false,"landing_page_url":"https://doi.org/10.23919/softcom.2019.8903676","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 International Conference on Software, Telecommunications and Computer Networks (SoftCOM)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5064284305","display_name":"Matei Cristian","orcid":null},"institutions":[{"id":"https://openalex.org/I3125347698","display_name":"Babe\u0219-Bolyai University","ror":"https://ror.org/02rmd1t30","country_code":"RO","type":"education","lineage":["https://openalex.org/I3125347698"]}],"countries":["RO"],"is_corresponding":true,"raw_author_name":"Matei Cristian","raw_affiliation_strings":["Babeş-Bolyai University,Computer Science Department,Cluj-Napoca,Romania","Computer Science Department, Babe\u015f-Bolyai University, Cluj-Napoca, Romania"],"affiliations":[{"raw_affiliation_string":"Babeş-Bolyai University,Computer Science Department,Cluj-Napoca,Romania","institution_ids":["https://openalex.org/I3125347698"]},{"raw_affiliation_string":"Computer Science Department, Babe\u015f-Bolyai University, Cluj-Napoca, Romania","institution_ids":["https://openalex.org/I3125347698"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5032317698","display_name":"Christian S\u0103c\u0103rea","orcid":"https://orcid.org/0000-0003-3295-9518"},"institutions":[{"id":"https://openalex.org/I3125347698","display_name":"Babe\u0219-Bolyai University","ror":"https://ror.org/02rmd1t30","country_code":"RO","type":"education","lineage":["https://openalex.org/I3125347698"]}],"countries":["RO"],"is_corresponding":false,"raw_author_name":"S\u0103c\u0103rea Christian","raw_affiliation_strings":["Babeş-Bolyai University,Computer Science Department,Cluj-Napoca,Romania","Computer Science Department, Babe\u015f-Bolyai University, Cluj-Napoca, Romania"],"affiliations":[{"raw_affiliation_string":"Babeş-Bolyai University,Computer Science Department,Cluj-Napoca,Romania","institution_ids":["https://openalex.org/I3125347698"]},{"raw_affiliation_string":"Computer Science Department, Babe\u015f-Bolyai University, Cluj-Napoca, Romania","institution_ids":["https://openalex.org/I3125347698"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5075507831","display_name":"Tolciu Dumitru-Tudor","orcid":null},"institutions":[{"id":"https://openalex.org/I3125347698","display_name":"Babe\u0219-Bolyai University","ror":"https://ror.org/02rmd1t30","country_code":"RO","type":"education","lineage":["https://openalex.org/I3125347698"]}],"countries":["RO"],"is_corresponding":false,"raw_author_name":"Tolciu Dumitru-Tudor","raw_affiliation_strings":["Babeş-Bolyai University,Computer Science Department,Cluj-Napoca,Romania","Computer Science Department, Babe\u015f-Bolyai University, Cluj-Napoca, Romania"],"affiliations":[{"raw_affiliation_string":"Babeş-Bolyai University,Computer Science Department,Cluj-Napoca,Romania","institution_ids":["https://openalex.org/I3125347698"]},{"raw_affiliation_string":"Computer Science Department, Babe\u015f-Bolyai University, Cluj-Napoca, Romania","institution_ids":["https://openalex.org/I3125347698"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5064284305"],"corresponding_institution_ids":["https://openalex.org/I3125347698"],"apc_list":null,"apc_paid":null,"fwci":0.5601,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.75861738,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"6"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11550","display_name":"Text and Document Classification Technologies","score":0.9969000220298767,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T11550","display_name":"Text and Document Classification Technologies","score":0.9969000220298767,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10028","display_name":"Topic Modeling","score":0.9948999881744385,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10601","display_name":"Handwritten Text Recognition Techniques","score":0.9934999942779541,"subfield":{"id":"https://openalex.org/subfields/1707","display_name":"Computer Vision and Pattern Recognition"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.8520638346672058},{"id":"https://openalex.org/keywords/natural-language-processing","display_name":"Natural language processing","score":0.6524451375007629},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.5874772071838379},{"id":"https://openalex.org/keywords/ticket","display_name":"Ticket","score":0.5861194133758545},{"id":"https://openalex.org/keywords/natural-language","display_name":"Natural language","score":0.5471004247665405},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5080699920654297},{"id":"https://openalex.org/keywords/jargon","display_name":"Jargon","score":0.48916247487068176},{"id":"https://openalex.org/keywords/automation","display_name":"Automation","score":0.48035797476768494},{"id":"https://openalex.org/keywords/universal-networking-language","display_name":"Universal Networking Language","score":0.4509822130203247},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4329100251197815},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.43212074041366577},{"id":"https://openalex.org/keywords/natural-language-understanding","display_name":"Natural language understanding","score":0.41993945837020874},{"id":"https://openalex.org/keywords/programming-language","display_name":"Programming language","score":0.2055167555809021},{"id":"https://openalex.org/keywords/comprehension-approach","display_name":"Comprehension approach","score":0.17988789081573486},{"id":"https://openalex.org/keywords/linguistics","display_name":"Linguistics","score":0.14935511350631714},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.08250108361244202}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8520638346672058},{"id":"https://openalex.org/C204321447","wikidata":"https://www.wikidata.org/wiki/Q30642","display_name":"Natural language processing","level":1,"score":0.6524451375007629},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.5874772071838379},{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.5861194133758545},{"id":"https://openalex.org/C195324797","wikidata":"https://www.wikidata.org/wiki/Q33742","display_name":"Natural language","level":2,"score":0.5471004247665405},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5080699920654297},{"id":"https://openalex.org/C2777611551","wikidata":"https://www.wikidata.org/wiki/Q17951","display_name":"Jargon","level":2,"score":0.48916247487068176},{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.48035797476768494},{"id":"https://openalex.org/C83479923","wikidata":"https://www.wikidata.org/wiki/Q2063748","display_name":"Universal Networking Language","level":4,"score":0.4509822130203247},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4329100251197815},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.43212074041366577},{"id":"https://openalex.org/C2779439875","wikidata":"https://www.wikidata.org/wiki/Q1078276","display_name":"Natural language understanding","level":3,"score":0.41993945837020874},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.2055167555809021},{"id":"https://openalex.org/C129353971","wikidata":"https://www.wikidata.org/wiki/Q5156949","display_name":"Comprehension approach","level":3,"score":0.17988789081573486},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.14935511350631714},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.08250108361244202},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.23919/softcom.2019.8903676","is_oa":false,"landing_page_url":"https://doi.org/10.23919/softcom.2019.8903676","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 International Conference on Software, Telecommunications and Computer Networks (SoftCOM)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality Education","score":0.6899999976158142,"id":"https://metadata.un.org/sdg/4"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W1498436455","https://openalex.org/W1522301498","https://openalex.org/W1574901103","https://openalex.org/W1596717185","https://openalex.org/W1614298861","https://openalex.org/W1858478739","https://openalex.org/W2040870580","https://openalex.org/W2064675550","https://openalex.org/W2114846220","https://openalex.org/W2187089797","https://openalex.org/W2247374898","https://openalex.org/W2250539671","https://openalex.org/W2265846598","https://openalex.org/W2317643927","https://openalex.org/W2339343773","https://openalex.org/W2882319491","https://openalex.org/W2950577311","https://openalex.org/W3089269909","https://openalex.org/W4230277160","https://openalex.org/W6693505360","https://openalex.org/W6783534578"],"related_works":["https://openalex.org/W172139871","https://openalex.org/W2913520953","https://openalex.org/W4310801723","https://openalex.org/W2383292628","https://openalex.org/W2551652406","https://openalex.org/W1538826769","https://openalex.org/W2739915479","https://openalex.org/W2945848244","https://openalex.org/W2613467614","https://openalex.org/W2949597526"],"abstract_inverted_index":{"Natural":[0],"language":[1,16,38,76,105],"processing":[2],"(NLP)":[3],"is":[4,31,99],"a":[5,23,78,82,86,112],"branch":[6],"of":[7,14,50,58,68,117,143,156],"computer":[8,118],"science":[9,119],"concerned":[10],"with":[11],"the":[12,48,55,74,100,124,129,157,174],"understanding":[13],"human":[15,36,75],"and":[17,19,41,62,114,120,123,146,148,154],"communication,":[18],"translating":[20,73],"these":[21],"into":[22,77,85],"computer-comprehensible":[24],"embedding.":[25],"Our":[26],"goal":[27],"in":[28,72,102,127,172],"this":[29,69,104,138],"paper":[30,134],"to":[32,136,169],"capture":[33],"meaning":[34],"from":[35,111],"natural":[37],"through":[39,54,140],"NLP":[40],"provide":[42],"an":[43],"automated":[44],"solution":[45],"for":[46],"aiding":[47],"process":[49],"service":[51,107,175],"ticket":[52],"solving,":[53],"intelligent":[56],"classification":[57,145],"tickets,":[59,108],"pattern":[60],"recognition":[61],"similarities":[63],"between":[64],"texts.":[65],"The":[66],"difficulty":[67],"task":[70],"lies":[71],"mathematical":[79],"format:":[80],"transforming":[81],"non-formal":[83],"language,":[84],"formal":[87],"one,":[88],"without":[89],"losing":[90],"any":[91],"details.":[92],"Also":[93],"what":[94],"raises":[95],"even":[96],"more":[97],"complication":[98],"context":[101],"which":[103,128],"appears:":[106],"that":[109,163],"come":[110],"technical":[113],"specialized":[115],"jargon":[116],"IT":[121],"industry,":[122],"brief":[125],"manner":[126],"tickets":[130],"are":[131],"written.":[132],"This":[133],"aims":[135],"tackle":[137],"challenge":[139],"multiple":[141],"methods":[142,165],"text":[144],"recognition,":[147],"data":[149],"analysis,":[150],"followed":[151],"by":[152],"comparison":[153],"interpretation":[155],"results.":[158],"In":[159],"completion,":[160],"we":[161],"find":[162],"our":[164],"yield":[166],"plausible":[167],"results":[168],"be":[170],"implemented":[171],"helping":[173],"process.":[176]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":4}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}